1st African International Conference on Industrial Engineering and Operations Management

Evaluating employee performance to improve customers waiting time; A case study.

Sihle Mankazana & Manti Silase
Publisher: IEOM Society International
0 Paper Citations
Track: Work Design, Measurement, Standards and ISO

This paper aims to highlight how productivity tools can improve employee satisfaction, which in turn should improve the customer queuing system of the banking sector. Fifteen questionnaires where distributed to the employees, nine where received. Questions answered by employees to display the overall interest of their customers and having a new method in improving productivity. After the interest had been gauged, all the data was collected and started using the five steps in improving productivity and productivity calculation to eliminate unnecessary task and breaks taken at work. The results show that in the previous month that even with more employees, the monthly targets were not reached so more employees were not really needed every day only in month ends. Recommendation that were included was hiring of two or three migration official that will help with the queues and help customer quicker then customers waiting for a consultant.

Published in: 1st African International Conference on Industrial Engineering and Operations Management, Johannesburg, South Africa

Publisher: IEOM Society International
Date of Conference: October 30-1, 2018

ISBN: 978-1-5323-5947-7
ISSN/E-ISSN: 2169-8767